Call Quality Analyst

Job Title: Call Quality Analyst

Company:

Job Summary

Call Quality Analyst

Key Responsibilities

• Monitor inbound and outbound customer calls, chats, and emails for quality assurance.
  
• Evaluate agent performance based on predefined quality parameters and scorecards.
  
• Provide constructive feedback and coaching points to improve communication and service delivery.
  
• Identify process gaps, customer pain points, and training needs.
  
• Maintain accurate quality reports, dashboards, and audit documentation.
  
• Collaborate with training and operations teams to drive continuous improvement.
  
• Ensure adherence to company policies, compliance, and customer handling standards.
  
• Participate in calibration sessions to maintain scoring consistency.
  

Requirements

• Bachelors degree in any discipline (MBA preferred).
  

• 1–3 years of experience

  in Quality Analysis / Call Monitoring / Customer Support QA.
• Strong knowledge of call quality frameworks, audit processes, and feedback mechanisms.
  
• Excellent communication skills in

  English

  (additional regional language is a plus).
• Good analytical skills with working knowledge of

  MS Excel and reporting tools

  .
• Attention to detail and ability to handle multiple evaluations daily.
  
• Experience in real estate, BPO, or customer service domain is preferred.
  

Key Skills

• Call Monitoring & Quality Audits
  
• Performance Feedback & Coaching
  
• Data Analysis & Reporting
  
• Customer Experience Improvement
  
• Process Compliance
  

Benefits

• Opportunity to work with a fast-growing prop-tech company.
  
• Career growth and internal learning opportunities.
  
• Dynamic and collaborative work environment.